If you’re having some trouble signing in to your account and did not receive the two-factor authentication code, we can help!

Depending on the current 2FA method you use, you can:


I use an authenticator app but no longer have access to it

Got a new phone? No longer have access to your authenticator app?

No problem, we can help you change your 2FA method back to SMS so that you can login to your account again. You will then receive your 6-digit verification code as an SMS message.

To authorize the change, we will ask you to submit a selfie. You can upload it here:



Instructions to upload the selfie

Click on the link above, and submit a photo of yourself, holding a photo ID, and a piece of paper.
On the piece of paper, please write today's date, the word "Shakepay", and the current phone number associated with your account.

Selfie example:

buy bitcoin, buy ethereum, sell bitcoin, sell ethereum, Shakepay, buy crypto, Canada, cryptocurrency, Shakepay Card

We'll be able to get that reset for you!


Having issues receiving your 2FA code because you changed your phone number?

No problem! We can help you update the phone number on your account so that you are able to receive your 6-digit verification code. You will then receive your 2FA code as an SMS message sent to the new number.

To authorize the change, we will ask you to submit a selfie. You can upload it here:

Instructions to upload the selfie

Click on the link above, and submit a photo of yourself, holding a photo ID, and a piece of paper.
On the piece of paper, please write today's date, the word "Shakepay", and both your current phone number and the new phone number you would like to have listed on your account.

Selfie example:

buy bitcoin, buy ethereum, sell bitcoin, sell ethereum, Shakepay, buy crypto, Canada, cryptocurrency, Shakepay Card

Once we receive your selfie we'll be able to get that reset for you!

Note: We only accept valid Canadian mobile phone numbers and we are unable to support VoIP numbers.


Have a new number, and you are still able to login?

If you have a new number and can login, you can update the phone number online! If you can't get that updated, please reach out to our support team.



Related articles:
How can I update my mobile number?

I forgot my password

How to enable 2FA with an Authenticator app

How do I login with 2FA?

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